Understanding ACD Data: What You Need to Know and Why

Discover which Automated Call Distribution statistics and formulas are the most critical and how to use them to measure and improve your call center success.

Contact centers have an abundance of data, but how do you use that data to actually improve productivity? Through the virtual classroom course, Understanding ACD Data, you’ll understand exactly how to use the most important data to benchmark your contact center’s performance, monitor your agents’ productivity and predict call volume and peak traffic times.

You’ll sort through the complex maze of contact center data to focus on the key indicators that will make the most difference. You’ll also learn how and where to begin using current and historical data to develop real time management and staffing strategies.

Most importantly, you’ll learn and master the critical formulas needed for the key performance indicators such as service level, average speed of answer, abandonment rate, occupancy, average handling time, average talk time and average after call work time. These indicators will allow you to leverage data to push your contact center into peak performance.

Designed for managers, supervisors, and agents who need an in-depth understanding of how to use ACD data to better assess call center performance, including:

• Determining which ACD statistics are the most relevant so you can focus on that data can improve performance.
• Understanding what service level really measures and why it is one of the most important indicators.
• Mastering the formulas and equations behind service levels, average speed of answer, and occupancy for a complete understanding of reporting.
  

Date:	Price:
June 22, 2pm-4pm EST	$299.00

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